I'm curious what you might've asked that led them not respond. Your profile says "Rubyist and fraud expert" so I'm guessing you might've asked a fraud-related question that, perhaps, they are legally/morally/somehow restrained from contacting you further?

Are you a customer of theirs?

If it was a Ruby question, on the other hand...

Just an Atlas question actually. They left me in the dark on and wasted a bunch of my time and really made it hard for me to recommend anyone else going through Atlas.

I am a customer of theirs for many of my products and clients (all together transact millions each year), yes. They have a great platform and I love what they do for developers at large. Their support could use some tweaking and they could be more transparent, but progress is an arc.